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Russell Emerson
3107 Shopton Drive
Apex, NC 27502
(919) 387-1156
russ@emersons.net

Senior Network Engineer

Results driven professional with 15+ years of extensive technical experience in communications, analysis, network support, and web content development. Expertise emphasizes network configuration and troubleshooting, development of web-based support tools and documentation, and website architecture and design. Very strong written and oral communication skills, with particular talent for delivering technical presentations to on-site customers and in public forums. Key competencies in network technologies, root cause analysis and resolution and customer service. Recognized for outstanding team leadership as well as training and mentoring new personnel.

Professional History

AT&T, 2005 - Present
Global Tier 3 Senior Technical Specialist

Provide third-tier technical support for managed networks, acting as escalation point for first- and second-tier support personnel. Perform troubleshooting of operationally degraded networks and devices, determine root causes of problems, and implement solutions.

Addressed and resolved over 1,500 incidents thus far, involving product, feature and protocol configuration and troubleshooting of customer equipment. Provide diagnostic support for core/backbone PERs and Access Routers.
Support customer networks ranging in scope from single router sites to enterprise-wide installations in the Outsourcing, EVPN, MRS, MDNS, MIS and INCS service lines.
Particular expertise in ISDN Dial Backup and Cisco hardware and IOS architecture.

BlogsForBush.com / GOPbloggers.org, 2004 - 2005
Webmaster

Developed and implemented nation’s largest independent grassroots presidential campaign website, with focus on site performance and reader-oriented usability. At peak of campaign, site received up to 80,000 visits per day.

Installed and performed upgrades and maintenance of content management software, as well as add-on packages and custom enhancements.
Trained team of content authors in use of content management software and supported team with on-call availability to resolve technical matters ranging from HTML usage to authors’ interface usability.
Performed server troubleshooting and coordinated with site manager and hosting company to resolve related technical issues.

Cisco Systems, 1996 - 2004
Customer Support Engineer III

Provided telephonic technical assistance to customers. Advised on specific network design projects. Provided customer-facing web-based support of technologies and products. Devised methodologies to effectively deliver support via the web. Contributed technical expertise and experience to teams developing troubleshooting tools for customer networks. Authored installation, configuration and troubleshooting documents and manuals. Coordinated development, sales and technical support personnel to produce support documentation and tools.

Analyzed and anticipated support trends in order to produce technical documentation on short notice to address probable or rapidly emerging high-impact networking issues.
Participated in design of in-house web content management tools.
Developed new interactive web-based tools and improved existing tools' structure and content. Increased customer web usage and satisfaction ratings.
Improved customer satisfaction and accessibility of technical support documentation by redesigning navigation system for 5000+ page web site.
Created 100+ network support documents and technically reviewed 100+ documents, which were made available to existing and prospective customers.
Received 10 awards for customer satisfaction performance.
Trained and mentored new engineers, and provided escalation support within the team. Recognized by peers and management with special award for outstanding support to fellow engineers.

Education

DeVry Institute of Technology, Pomona, CA 1996
B.S., Management Information Systems
Summa Cum Laude

Defense Language Institute, Presidio of Monterey, CA 1987
Korean Basic Course
Honor Graduate

Military Service

United States Army, 1986 - 1992
Sergeant, Electronic Warfare/Signal Intelligence Voice Intercept Operator

Translated and analyzed Korean language communications and produced critical intelligence reports used at national levels.
Held a Top Secret/SCI security clearance.

Technical Skills and Certifications

Cisco Certified Internetwork Expert #4206, 1998-2004.
- Sixth person worldwide certified in Service Provider/Dial technologies.
- Proctored CCIE lab examinations.
Dial/Access, Cisco IOS architecture and Wireless LAN technologies and products.
Pre-sales and post-sales technical support.
Network Protocols: TCP/IP, RIP, EIGRP, OSPF, BGP, MPLS, QoS.
Network Technologies: Modems, ISDN BRI/PRI, T1/T3, ATM, Wireless LAN.
Network Products: Cisco IOS Routers, Remote Access Servers, Wireless LAN products.
Web Site Design: HTML, XML, CSS, Dreamweaver, Fireworks, Photoshop.

Publications

"Internetworking Troubleshooting Handbook, Second Edition." Cisco Press, February 2001.
Chapter 16, Troubleshooting Dialup Connections, and Chapter 17, Troubleshooting ISDN Connections.

[Available on the web as Dialup Technology: Overviews and Explanations and Dialup Technology: Troubleshooting Techniques.]

Other sample works, published only to the web:

Volunteer

Silicon Valley Linux Users Group, San Jose, CA 1998 - 2000
Installfest Coordinator